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CM500V with Comcast - other Comcast landline callers cannot hear me when calling landline phone
I am one of a large number of people having a Comcast phone issue (caller cannot hear me) and the issue appears to be Netgear modem related so I would imagine that Netgear would help to resolve this ...
The steps below resolved the problem for me.
The problem has been resolved for several months and has not returned.
- browse to https://connect.xfinity.com/voice/settings/callforwarding
- login (if needed; perhaps re-browse to the address above thereafter)
- remove all numbers except 'home phone'
- disable 'home phone'
- enable 'home phone'
- perhaps remove 'selective call forwarding' numbers (?)
I did not test right-after doing this... I tested 1-2 weeks later (at which point it worked as expected). Therefore I am not certain that this is the fix but I have had a ticket open with Netgear for several months (nothing has been done) and no one has offered other solutions.
You'll have to work with NG support on this then. This is something the forums can't help with. Good Luck.
Does anyone know how long it usually takes for Netgear support to get back to them?
I waited a total of 3 hours to speak to someone at Netgear support. I spoke to him for 5 minutes (tops). He recognized that other people have reported the problem. He said that he'd call and/or email me within 1-2 days. It's now been 11 days and 'nothing'.
I've followed up on the Netgear support ticket twice.
I recognize that this is a fairly complex problem; however, if Netgear support could at least let me know that they've contacted the ISP (Comcast) or begun reviewing the firmware release history or 'anything' it would be appreciated.
I always thought that Netgear was a premium brand... I'm starting to question that.
BTW please do not close this ticket as I fully intend to provide the solution once a solution has been achieved.
It took 20 days but I received a response in my Netgear support ticket... asking me for basic info that I provided in the past... along with event logs.
I reset the modem, re-created the issue, captured the logs, reset the modem, performed a similar task that does not cause the issue, captured the logs. Explained what I did in the Netgear support ticket and attached the requested screenshots and logs in a zip.
I hope to respond again with news in less than 20 days 🙄
just a status update...
a couple of days later the netgear support re-asked for the modem's log messages which i re-provided.
today i was informed that the netgear engineering team is investigating the issue.
netgear customer support at it's finest...
NETGEAR Support
2020-12-29 0:40:58
Dear Scott, Good day! We are still looking into this issue. We hope to fix this issue in our next update. We really appreciate your patience and co-operation. Thank you again for your letting us know about this issue, as this will help us improve our products. Have a great day! Regards, Praveen Netgearthen 1-2 days later...
This case has already been closed, please log a new support request if you require further help.
in total, i provided 8 responses to the netgear customer support rep over 1.5 months and out of nowhere the ticket was closed.
now, the problem has been resolved for 2 weeks; however, since it appears that netgear has done nothing to resolve the problem and i did perform a change on comcast's end (the ISP) i wanted netgear to continue to investigate for others that have this problem (again, according to the comcast forum [mentioned in a previous post above]).
the change that i made on comcast's end was to log into my comcast account and remove all numbers being forwarded to including disabling the home number, saving, re-enabling the home number, saving. i did not test to see if this issue was resolved right after i made this change, so when i realized that this problem was resolved i didn't know if it was resolved because of a netgear change or the comcast change.
one person on the comcast forum said that this comcast change resolved the problem for a local comcast number but not a long-distance comcast number.
i don't plan to re-open a ticket with netgear... unless people think that i should. let me know.
it would be wise to keep in contact with NG support. Theres nothing we can do to help you out here in the forums.
Good Luck.
understood.
i opened a new case with netgear customer support and referenced the old case number.the latest info from the comcast forum is that someone said that they had this modem (cm500v) for 2 years (as i did), started having this problem in the past couple of months (as i did), called comcast but the problem remained (i.e. nothing was done to resolve the problem), and now the problem is gone. so i believe it is possible that something changed on this modem (from netgear thru comcast) or on the comcast network / accounts; however, i don't know what yet.
please keep this thread open and i'll continue to provide updates.The steps below resolved the problem for me.
The problem has been resolved for several months and has not returned.
- browse to https://connect.xfinity.com/voice/settings/callforwarding
- login (if needed; perhaps re-browse to the address above thereafter)
- remove all numbers except 'home phone'
- disable 'home phone'
- enable 'home phone'
- perhaps remove 'selective call forwarding' numbers (?)
I did not test right-after doing this... I tested 1-2 weeks later (at which point it worked as expected). Therefore I am not certain that this is the fix but I have had a ticket open with Netgear for several months (nothing has been done) and no one has offered other solutions.